Labsphere Box 70 Shaker Street North Sutton, NH 03260 Ph. 603-927-4266 Fax. 603-927-4694 www.labsphere.com

Labsphere Warranty and Service Policy

Warranty Policy

Products manufactured by Labsphere are warranted to be free from defects in materials and workmanship under normal use and service, for a period of twelve (12) months from the date of shipment. Products, which are purchased and resold without further processing by Labsphere, are not covered by Labsphere’s warranty, but Labsphere will pass on to the Buyer whatever warranty Labsphere receives from the manufacturer of such products. Labsphere will repair or replace, at its option, products which prove to be defective within the warranty period, F.O.B. its factory in North Sutton, New Hampshire. Labsphere’s warranty shall be voided by any repair, alteration or modification by persons other than the employees of Labsphere, or those expressly authorized by Labsphere to make repairs, and by any abuse, misuse, or neglect of the products, or by use not in accordance with Labsphere’s published instructions. The remedies for any failure of Labsphere’s products to meet it s warranty specified herein shall be those remedies stated herein and no others; these remedies being exclusive remedies as a condition of sales. EXCEPT AS PROVIDED IN THIS PARAGRAPH, LABSPHERE MAKES NO WARRANTY, EXPRESSED OR IMPLIED, INCLUDING ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR ANY PARTICUALR PURPOSE.

Obtaining an RMA (Return Material Authorization)

Return of product(s) for replacement, credit or refund shall be at the sole discretion of Labsphere. Labsphere values your business and always attempts to provide you the very best of service. If any Labsphere product(s) ever requires maintenance, you can either telephone Labsphere’s Customer Service Manager or use our online RMA Request Form to receive your RMA number and instructions for the return of your defective product(s). No product(s) should be returned directly to Labsphere without the issuance of an RMA number.

An unauthorized return, for example one for which an RMA number has not been issued, will be subject to either an RMA processing fee or returned to you at your expense. Authorized returns are to be shipped insured to the address on the RMA in an approved shipping container. Please see Shipping Terms for Labsphere’s shipping requirements. Your original box and packaging materials should be kept for storing or shipping your product(s). In addition, please be sure to have the model and serial number of the defective product(s) available. Serial number labels that are damaged or removed from the product void the warranty.

Return Options & Instructions:

Warranty Repair

All product(s) returned to Labsphere for warranty repair will be evaluated and repaired or replaced at Labsphere’s expense. Please see Shipping Terms for Labsphere’s shipping requirements.

Out Of Warranty Repair

All product(s) returned to Labsphere for out of warranty service will be charged a minimum fee. This fee covers processing and evaluation of the returned product(s). All returned product(s) will require Labsphere to quote a final repair cost to the customer pending the completion of the Evaluation process.

All product(s) returned to Labsphere for out of warranty service will require agreed upon payment terms by the customer for the evaluation and repair fee. The customer will indicate on the Return Material Authorization Request Form their payment method. Upon completion of the Evaluation a final quote for repairs will be communicated to the customer. At that time final payment methods will be agreed upon. No work will be performed on the returned product(s) until payment terms are agreed upon.

Return Replacement

Labsphere reserves the option of replacing defective product(s) at its own discretion. Should we determine your product(s) should be replaced, return your defective product(s) to Labsphere. After we have received your product(s), we will ship you the replacement product(s). In addition, after we have issued you an RMA number return the product(s) in accordance with our Shipping Terms. If you have your RMA number but did not receive the return instructions, please refer to the Packaging Guidelines. Be sure your RMA number is clearly marked on the outside of the box.

Steps to return for replacement:
1. Obtain an RMA number.
2. Complete the Return Materials Authorization Request Form
3. Package product(s) per Labsphere’s Packaging and Shipping guidelines.
4. Ship via a traceable carrier.

Once the defective Product(s) is received, a replacement will be shipped. The original defective Product(s) will not be repaired or returned. You will receive a like or better replacement.

Restocking

Should you decide the product(s) you received are not suitable for your application and you wish to return them to Labsphere you will be charged a 25% restocking fee. Return your defective product(s) to Labsphere in accordance with our Shipping Terms. After we have received your product(s), we will issue you credit. Please contact Labsphere’s Customer Service Manager for restocking fee dollar amounts. Be sure your RMA number is clearly marked on the outside of the box.

Steps to return for restocking:
1. Obtain an RMA number.
2. Complete the Return Materials Authorization Request Form
3. Package product(s) per Labsphere’s Packaging and Shipping guidelines.
4. Ship via a traceable carrier.

General Policy

Customer will assume all costs in shipping product(s) to and from Labsphere. All North American RMA orders will be return shipped second-day express. All International RMA orders will be returned via preferred shipping methods. Shipping requirement upgrades at request of the customer will be charged to and paid by the customer prior to return shipment.

Labsphere’s Mistakes Policy

There are rare instances where product(s) is either returned from or shipped to a customer as a result of a Labsphere mistake. Those instances would be defined as the following:

• Item shipped was different from what was ordered.
  
• Item shipped is inconsistent with what was described in the catalog, web site or by sales technician.
  
• Items missing from shipment.
  
• Wrong shipping method was used.
  
• Incorrect calibration(s) applied to system or did not meet customer’s specification.

In those instances Labsphere will be responsible for all shipping charges from and to the customer. Labsphere will specify to the customer the preferred shipping method, carrier and other details. At the time the RMA is issued to the customer, the customer will be given the complete return shipping instructions to use.

Labsphere requests that the product (s) you are sending to us be packed in a strong, double walled corrugated box. Use solid foam packing for shipping material. Please, no peanuts or popcorn. If damage occurs during the transit of your product(s) to Labsphere then you will be liable for additional charges to repair the product(s) once settlement of shipping damage claims is finished; therefore we suggest that you insure your goods for the purchase price.

Labsphere-to-Customer

Labsphere will not be held responsible in the event of product(s) damage occurred in transit to the customer. Labsphere takes usual and customary care in packaging all product(s) before shipping. Should damage occur during the transit and handling of the product(s) to the customer, the customer is responsible for filing claims with the shipping carrier.

Once arrangements have been worked out between the customer and the carrier the customer will then follow the Labsphere Return Materials Authorization process to return the product(s) to Labsphere for repairs.

• Check packing list notations. The apparent shortage may have been marked as an intentional short-shipped (back-ordered) item.

• Re-inspect shipping container and packaging material, particularly for smaller items.

• Ascertain that unauthorized personnel prior to complete unpacking and checking did not remove the item.

• Notify Labsphere immediately of shortage.

Incorrect Shipment

• If material received does not correspond with the Buyer’s orders, notify Labsphere immediately, referencing the order number and item.

• Hold incorrect items until return shipping instructions are received.

It is Labsphere’s intention to meet or exceed our stated goal on turn around time commitments to our customers. All times are based on time product(s) is received at Labsphere until product(s) is shipped from Labsphere.

All items returned for repairs	10 working days
All items returned for calibrations	10 working days
All items returned for upgrades or rework	15 working days (pending prior notification for scheduling purposes)